Leads (pipeline)

Track potential customers from first contact to closed deal.

A lead is a potential customer, someone you're chasing but haven't won yet. Leads have their own pipeline so they don't clutter your client list.

Lead statuses

Creating a lead

1. Open CRM → Leads.
2. Click New Lead (top-right).
3. Fill in:
   • Name, required. The contact person's name.
   • Phone or Email, at least one is required.
   • Company, optional but recommended.
   • Source, pick from Website, Referral, LinkedIn, Cold Call, Email, Event, Other.
   • Notes, anything that'll help you follow up.
   • Client, optional. Use this when the lead belongs to an existing client (e.g. an upsell opportunity).
   • Assigned to, only visible if you have lead-management permissions.
4. Click Create Lead.

If a contact with the same phone/email already exists, the app shows a merge prompt, pick whether to merge into the existing contact (so you don't end up with duplicates) or keep both.

Working a lead

Open the lead's detail page to:

• Update its status as you progress.
• Schedule the next call, the lead floats to the top of your list as the date approaches.
• Log notes and outcomes. Notes you add on a lead are labelled Notes on this lead, and show only the notes added on that lead (the Lead notes tab in the Log Call dialog), not the person's other notes from elsewhere.
• Log a call, which needs a lead you can open (View All Leads, Manage Leads, or you are its assignee or creator, or you hold it from the calling queue).

Call recordings and transcripts

When you log a call you can record your voice in the Log Call dialog instead of typing a note. The recording is saved with the call and plays wherever the call is listed: the lead's page, the dialog's call history, and the My calls and All calls lists.

Recordings are transcribed automatically. A Transcript control appears under the recording as soon as you log the call. Until the transcript is ready (usually within a few minutes) opening it says Transcribing…; if nothing has arrived a few hours after the call, the control stops being offered. You don't need to do anything.

Open Transcript to read the call as timed lines:

• Each line starts with the time it was said. Click the time to play the recording from there.
• The rep's lines are named after whoever logged the call (You if that was you), and the other side after the lead's contact. A call with no known name reads Agent and Customer.
• A recording with nobody speaking says No speech detected.
• In the My calls and All calls tables, Transcript opens in a window with its own player next to the lines, so the rows keep their height.

Good to know:

• Who can read it. Whoever may play a recording may read its transcript, and nobody else: people who can open the lead (View All Leads, Manage Leads, or the lead's assignee or creator), and the person who logged the call, with the Leads permission, from My calls. The exception is a lead you hold only through a temporary claim from the calling queue (below): there you see other people's earlier calls, but not their notes, recordings or transcripts.
• Long recordings. Only the first 10 minutes of a recording are transcribed, unless your platform administrator has changed that, and the transcript says how much it covers.
• Privacy. To transcribe a recording, its sound is sent securely to a speech-to-text service. The transcript is machine text and can contain mistakes.
• Search. The words in a transcript are found by the Search contents tab of the Files page, as a Lead call result, for people who can open that lead and for the person who logged the call (with the Leads permission).

Claiming an unassigned lead

If you have an unassigned lead pool, anyone who can work the calling queue (the Leads or Manage Leads permission; View All Leads alone doesn't open the queue) can claim a lead, temporarily assigning it to themselves. A claim you don't work goes back to the pool after 24 hours. Once you log a call on it, the lead stays with you until a manager reassigns it, you log a closing outcome (Converted, Lost or Wrong number), or you leave the workspace. On the Queue, a withheld note reads Notes hidden instead of "No notes".

While you hold a lead only through a pool claim, you see the outcome, date and caller of earlier calls, but not the notes, recordings or transcripts other people left on them. People a manager assigned the lead to (or who created it), and people who can view all or manage leads, see everything.

The Leads page opens on the Queue tab only for people who can make calls; a member who has just View All Leads starts on the Leads tab.

Converting a lead into a client

Once the deal is won:

1. Open the lead's detail page.
2. Set status to CONVERTED.
3. Use the Convert to client action to spin up a new client record from the lead's contact details (or merge into an existing client).

The lead stays in the system as historical record, you can find it under Client → Leads on the new client.

Permissions you'll need

• Create Leads to add a new one.
• Manage Leads to assign, claim, or change ownership.
• View All Leads to see leads not assigned to you (otherwise you only see your own). It doesn't by itself let you claim leads from the queue.